Summary
Overview
Work History
Education
Skills
Certification
Languages
Awards & Accomplishments
Timeline
Volunteer

Francesca Laurie

Madrid,Spain

Summary

Innovative and Dynamic Executive with 15+ years of experience in Leading Customer Facing organizations, Establishing C-Level and internal cross-functional Stakeholders relationships.


Proven track record in Recurring Revenue Growth, Software and Services Transformation, Customer Retention, Adoption Practice Implementation, Lifecycle Management and Strategic Planning in Customer Success and Customer Experience Organizations.

Overview

15
15
years of professional experience
1
1
Certification

Work History

Customer Success Leader AMER & EMEA

Cisco
Madrid
03.2020 - Current
  • Enabled Software and Services transformation. Increased Annual Recurrent Revenue 8%+
  • Interlocked and aligned with Services & Product Sales, BDM and Renewals teams to position new offers and set strategy for Available To Renew (ATR)
  • Increased Software based business 10%+ and Discovered new franchises through Lifecycle Adoption programs
  • Systemized and Enabled Partners to expand Lifecycle selling and adoption capabilities
  • Led team of Senior Customer Success Executives (CSE) across the region
  • Increased Net Promoter Score (NPS) in all CSE covered accounts
  • Established strong relationships and served as Trusted Advisor for Key Customers and Internal cross-functional stakeholders

Customer Success Executive Service Providers AMER

Cisco
Madrid
11.2018 - 04.2020
  • Drove conversations at C-Level and orchestrated internal team towards customer outcomes
  • Conducted Quarterly Success Reviews with external and internal executives based on Strategic Customer Success Plan
  • Pioneered with an Automation Framework adoption initiative to increase license utilization and expand new use cases
  • Implemented Lead Generation and Generated pipeline of $3+ MUSD
  • Engaged with services delivery teams to help improve overall portfolio adoption

Sr. Manager Incubation and Advanced Technologies

Cisco
Mexico
04.2016 - 10.2018
  • Hired, Trained and Led a high performing team of 20+ engineers and tech team leaders (US, Mexico, Brazil)
  • Created support teams & onboarding processes for acquisitions and new technologies (IoT, Big Data, Cloud, Data Center) with Regional and Global coverage
  • Partnered with Business Units to detect and improve Software compliance for new products
  • Established strategic partnerships with US executives to increase internal investment $400+ KUSD
  • Reached multidisciplinary alignments to increase the value proposition to customers ($77+ MUSD in pipeline)
  • Act as a single point of contact for sales and engineering teams to support with escalations and issues

Manager High Touch Services EMEA / AMER

Cisco
Mexico
11.2013 - 04.2016
  • Reached the highest customer satisfaction scores globally (NPS 9.6/10) by focusing on customer intimacy initiatives
  • Reduced issues restoration time by 20%
  • Designed and Lead a 24x7 trilingual support model (Portugal, Costa Rica, Brazil and Mexico)
  • Supported critical projects and operations, reaching SLAs for main regional Service Provides
  • Prepared team to support Rio 2016 Olympics as Sponsor

Sr. Manager Customer Satisfaction & Quality LATAM

American Power Conversion
Mexico
03.2012 - 10.2013
  • Increased Customer Loyalty score by 6 points, exceeding the annual objective
  • Lead virtual team of managers and individual contributors based in US, Brazil and Mexico
  • Reduced to 1.8% warranty costs (objective = 2% of sales)
  • Formed the “Customer Advocate” role focused on problem resolution in less than 12 hours
  • Established process to create and manage organizational and operational needs (credit notes, warranties, customers issues)

Manager Customer Care Center

Schneider Electric
Mexico
03.2007 - 03.2011
  • Managed Six Sigma efforts with year savings of 400+ KUSD
  • Increased Customer Satisfaction Index by 10 points
  • Improved 30+ MUSD monthly backlog management process
  • Implemented the Lead Generation process with 400+ KUSD of opportunities in the first quarter
  • Defined, executed and communicated the recall process for product failures in the market

Education

MBA - International Business Management

EAE Business School
Spain
06.2006

Bachelor of Science - Business Administration And Management

San Pablo University
Peru
07.2003

Skills

  • Inclusive Thought Leader
  • C-Level Relationship Management
  • Coaching and Mentoring
  • Engineering and Sales Enablement
  • SaaS and Recurring Revenue Business Driver
  • Strategic Planning and Execution based on Business Outcomes
  • Sel-Driven

Certification

  • Customer Success Executive Green Belt - Cisco
  • Customer Success Manager - Cisco
  • Innovation & Entrepreneur Certificate - Stanford University
  • Multi Cloud Essentials - Cisco
  • Integrative Health Coach - INN New York
  • Innovation Coach - Start Up Cisco



Languages

Spanish
Native or Bilingual
English
Full Professional

Awards & Accomplishments

  • Sales Champion 2021 & 2022
  • "Women of Cisco" – Board Member & Co-Lead
  • “Women In Science and Tech” and “Girls Power Tech” Speaker
  • Cisco Live and External Events Speaker

Timeline

Customer Success Leader AMER & EMEA

Cisco
03.2020 - Current

Customer Success Executive Service Providers AMER

Cisco
11.2018 - 04.2020

Sr. Manager Incubation and Advanced Technologies

Cisco
04.2016 - 10.2018

Manager High Touch Services EMEA / AMER

Cisco
11.2013 - 04.2016

Sr. Manager Customer Satisfaction & Quality LATAM

American Power Conversion
03.2012 - 10.2013

Manager Customer Care Center

Schneider Electric
03.2007 - 03.2011

MBA - International Business Management

EAE Business School

Bachelor of Science - Business Administration And Management

San Pablo University

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Francesca Laurie